Patient Service Specialist Trainee

Job Details

Join Cleveland Clinic Weston Hospital's Ambulatory Team, where caregivers remain on the leading edge of technology and education while consistently providing patient-centered healthcare. Our physicians have expertise in more than 55 specialties and work as a team to deliver patient-centered, compassionate care. Here, you will work alongside passionate and dedicated caregivers, receive endless support and appreciation, and build a rewarding career with one of the most respected healthcare organizations in the world.

Cleveland Clinic is the first hospital in the nation to make great customer service a cornerstone of our mission. Patient Service Specialists deliver what matters most to our patients and their families, ensure exceptional experiences and thrive on making positive impacts in the community.

Your day-to-day focus will be on answering and triaging calls, calendar support, obtaining authorizations and referrals, appointment scheduling, patient registration, wayfinding and answering general questions. You will train on a rotating schedule through each specialty area of the facility to learn the elements of the workflows, systems and expectations.

The Patient Service Specialist Trainee role is a great steppingstone to becoming a Patient Service Specialist as well as other careers within customer service and other departments with Cleveland Clinic.

A caregiver in this position works Monday - Friday from 8:00AM - 5:00PM. Flexibility to work rotating weekends and holidays will be required, as needed.

A caregiver who excels in this role will

• Provide a comprehensive, proactive and "Patients First" experience for patients and visitors.
• Investigate, triage and resolve patient issues using the established HEART model.
• Create a welcome and professional environment, interact with patients and ensure stellar patient experiences.
• Perform patient registration, visit preparation, telephone triage, insurance verification, co-pay collection, patient and record tracking, scheduling, arrival and/or departure desk activities and screening and scheduling of interpreter services.
• Support front-end technology utilization to promote understanding and comfort levels in use by caregivers and providers.
• Enter and maintain confidential patient information.
• Recruit, enroll and educate patients on MyChart and Appointment Pass.
• Conduct follow-ups to MyChart, web appointment inquiries and outreach to patients informing them of upcoming routine checkups.
• Process the workflow for the day.
• Support and participate in process improvement efforts.
• Maintain measured performance in quality, patient experience, first call resolution (FCR), customer satisfaction, teamwork and medical terminology.
• Generate staff provider schedules.
• Participate in patient outreach activities such as proactive patient calls to assist with health maintenance and care compliance

Minimum qualifications for the ideal future caregiver include

• High School Diploma or GED
• Individuals currently enrolled in a High School Health Occupations Students of America (HOSA) program or comparable On-the-Job Training (OJT) program must provide a High School Diploma or GED upon program completion or within two years of hire into role, whichever occurs first
• 6-12 months of customer service experience (paid, volunteer, or relevant school extracurricular activities acceptable)
• OR successful completion of a job-related vocational education program
• OR Associate's Degree
• Working knowledge of PC window applications sufficient to input and retrieve data
• Ability to perform basic math sufficient to process insurance co-pays
• Excellent communication and organizational skills

Preferred qualifications for the ideal future caregiver include

• Knowledge of medical terminology
• Ability to type a minimum of 30 words per minute or demonstrable personal computer keyboard skills
• Bilingual Spanish language skills

Physical Requirements

• Dexterity sufficient to operate a PC and other office equipment.
• Requires extended periods of standing, walking or sitting.
• Good visual acuity through normal or corrected vision.
• Must be able to navigate various locations and function in a fast-paced, hectic environment.
• Ability to lift and transport up to 25 pounds.

Personal Protective Equipment

• Follows standard precautions using personal protective equipment as required.

Additional information

Cleveland Clinic Health System administers an influenza prevention program. You will be required to comply with this program, which will include obtaining an influenza vaccination on an annual basis or obtaining an approved exemption.

If applying for a Florida position, please see the following website for more information on the background screening requirements required by the Agency of Health Care Administration:

Please review the Equal Employment Opportunity poster.

Cleveland Clinic is pleased to be an equal employment opportunity employer.